This guide applies to Hanso Pro+ manual retractable sunshades on both manual and motorized Pro+ pergolas. It does not cover motorized Apex or Horizon shades.
If your sunshade binds, buckles, becomes harder to move, or retracts unevenly, follow the checks below. These symptoms can have more than one cause; they do not by themselves confirm a defective shade or an installation fault.
1. Stop if the shade is jammed or damaged
Do not force the bottom bar or repeatedly pull against resistance. If the fabric has left its guide track, the rail is loose or detached, or you see torn fabric or bent parts, stop operating the shade and contact Hanso Support with photos.
2. Operate the shade from the center
Use the center of the bottom bar to move the shade evenly. Avoid pulling from only one side. If it moves freely, test a short section of travel while keeping the bar level. Stop if the bar tilts, the fabric bunches, or resistance increases.
3. Inspect the guide tracks and fabric
Check both side tracks for visible dirt or debris and gently clean accessible areas.
Look for loose screws, a shifted rail, or anything obstructing the bottom bar.
Check whether the fabric appears centered where it enters the top cassette and whether both edges remain in their tracks.
Take photos of anything unusual. Ask your installer or Hanso Support to assess loose or misaligned components before loosening rails or opening the cassette.
4. Check installation alignment
A shade can bind if its opening or tracks are not square and parallel, even if the pergola appears level. Ask your installer to check:
That the supporting posts are plumb and the top beam and cassette are level.
The width of the shade opening at the top, middle, and bottom.
Both diagonal measurements across the same shade opening.
That the guide rails are straight, parallel, and installed according to the dimensions in the Pro+ sunshade manual.
Record the measurement locations and units and send them to Support. If the measurements differ, have the installation assessed before changing spring tension. Do not loosen structural anchors or reposition pergola posts as part of these checks.
5. Review screen tension only after alignment checks
If the tracks are clear and alignment has been checked, but the shade still does not retract fully or retracts too aggressively, screen tension may need assessment.
The roller contains a pre-loaded spring. The existing Pro+ guide recommends adjusting the tension with the assembly removed and supported on a stable, flat surface. Ask your installer or Hanso Support for help if you are unsure how to follow the guide. Do not open or adjust a mounted cassette while the shade is jammed.
Video guide: How to Adjust Screen Tension
Use this Pro+ video when tension adjustment has been identified as the next step. It is not a substitute for checking track and frame alignment.
Still sticking? Send these details to Hanso Support
Your order number, pergola model, and sunshade size.
Whether one shade or several shades are affected.
Whether the issue started at installation or developed later, and where in its travel it sticks.
A full view of the shade, close-ups of both tracks and fabric edges, and photos of any damage.
A short video of the issue, only if the shade can be operated without forcing it.
The top, middle, bottom, and diagonal measurements, plus the checks already completed.
Support will review the information to determine whether further adjustment, an installation assessment, or a parts evaluation is needed.